Customer Support Lead

Pocket Worlds; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Own a core function

Direct impact on customer experience

High-trust, high-responsibility with直接

Competitive compensation

Job summary

Pocket is building a premium hardware plus software product. We’re seeking a leader to own customer support end to end and to grow Pocket's community from the ground up.

You’ll shape automation, tooling, and the AI agent that handles routine volume while turning 100k+ fans into a loyal, vocal community. This role spans support and community, requires hands-on leadership, metrics-driven decision making, and clear communication with engineers and founders.

Qualifications

• Shipped automation in support: automations, AI agents, self-serve.
• Have run a support team (5+ people) at a consumer company, ideally with hardware + software products.
• Fluent across hardware and software support; troubleshoot devices and sync bugs with engineering.
• Technically literate: configure a helpdesk, write prompts, and use AI to amplify the team.
• Own your metrics and build the systems behind them end-to-end, without micromanagement.
• Clear, strong writing that sets the right tone for the team, AI agent, and community touchpoints.
• Calm under spikes: launches, delays, viral moments, etc.

Responsibilities

• Automation ownership: the AI support agent, knowledgebase, and workflows to reduce routine volume.
• Manage the end-to-end support stack: helpdesk, integrations, routing, reporting.
• Lead a distributed team across time zones spanning support and community: hiring, coaching, scheduling, performance.
• Oversee support quality, SLAs, returns, warranty, and order escalations for a physical product.
• Build the feedback loop: translate support and community insights into fixes and product bets.
• Track core metrics: deflection rate, cost per contact, first response time, resolution, CSAT, and community growth.

Job description

About the role

The owner of customer support end to end, and the person who builds Pocket's community from here. You take support as it stands - team, tooling, metrics, and an AI agent already handling routine volume - and make it yours. Then you take the 100k+ owners who already love Pocket and turn them into a community with a voice and a reason to stay.

Pocket is hardware and software in one product, so support spans both. On support, your priority is automation. On community, you start from exploration - there's already an engaged base across social and comments, and your job is to turn it into advocacy and retention. It's hands-on throughout: you coach the team, you're in the helpdesk config yourself, and you show up for the community.

What you'll own

• Automation: the AI support agent, the knowledgebase behind it, and the workflows that keep humans out of routine volume

• The support stack end to end: helpdesk, integrations, routing, and reporting

• A distributed team across time zones, spanning support and community: hiring, coaching, scheduling, performance

• Support quality and SLAs, plus returns, warranty, and order escalations - the realities of a physical product

• The feedback loop: turn what support and community hear into fixes and bets for product and ops

• The core numbers: deflection rate, cost per contact, first-response and resolution time, CSAT - plus community growth and its pull-through to retention

What we're looking for

• You've shipped automation in support - automations, AI agents, self-serve - and can point to the numbers moving

• You've run a support team (5+ people) at a consumer company, ideally one with both a hardware and a software product

• Fluent across hardware and software support - you can troubleshoot a device and chase down a sync bug with equal ease, and translate cleanly between customers and engineering on both

• Technically literate - as comfortable configuring a helpdesk or writing a prompt as running a 1:1, and you reach for AI to amplify the team

• You own your metrics and build the systems behind them, end to end, without being managed

• A clear writer who sets the bar for tone - for the team, the AI agent, and every community touchpoint

• Calm under spikes: launches, shipping delays, viral moments, etc.

What we offer

• Own a core function

• Direct impact on the experience of thousands of customers

• A high-trust, high-responsibility environment with direct founder access

• Competitive compensation

About Pocket

Pocket is a Y Combinator W26 company building a premium hardware plus software product in the AI voice recorder space. We are obsessed with quality and speed. We are scaling very fast in the US and now European markets and building a device experience that can become the category leader.